Customer Service Team Leader

Educators Wales; Cardiff; On-site; GBP 27,000 - 31,000; Full time

Job summary

A leading educational organization in Cardiff is seeking a Customer Service Team Leader to oversee a team dedicated to providing effective customer support. The ideal candidate will ensure data accuracy, manage performance targets, and support the professional development of team members. This is a full-time, permanent role offering a competitive salary and a range of employee benefits including generous annual leave and health care schemes.

Benefits

30 days annual leave

Health care scheme

Gym membership discounts

Profit-sharing scheme

Life insurance

Qualifications

• Experience in managing processes and teams effectively.
• Ability to meet tight deadlines and manage multiple priorities.
• Proven track record of delivering results.

Responsibilities

• Ensure accurate data entry for all claims.
• Support development of Customer Service Advisors.
• Monitor performance targets of team members.

Skills

Process Management

Organisational skills

Resource Management

Problem solving

Interpersonal skills

Job description

Overview

Customer Service Team Leader

Salary banding: £27,800 to £30,900

Location: Itec House, Penarth Road, Cardiff (on-site)

Contract: Full-time, permanent

Hours of work: Monday to Friday 09:00am to 16:30pm

About Us

At Itec, we put our employees at the heart of everything we do. As an employee-owned organisation, every team member plays a crucial role in shaping the future of our business. We foster a culture where each voice is heard, and every contribution is valued. We take pride in empowering individuals and businesses to thrive. Join us and become part of a company that is dedicated to your growth, well-being, and success.

About the role

As a Customer Service Team Leader, you will provide an effective and efficient customer service support for the customer service team maximising the performance of the department and the contracts they support.

Your impact

• Responsible for ensuring that all data required for claims is entered accurately and on a timely basis.
• Responsible for ensuring that the non-conformance procedures are adhered to and reported to the Customer Service Manager in a timely fashion.
• Responsible for supporting with inputting data onto the claims database ensuring accuracy and compliance of claim and that all paperwork is completed in an appropriate manner.
• Responsible for supporting with the production of weekly / monthly claims and submit them by the appropriate deadline.
• Responsible for providing support to and aiding the development of the Customer Service Advisors in order that the output of the department is maximized at all times.
• Responsible for the identification of improvements that can be made to systems and processes ensuring that best use is made of available systems.
• To deputise for the Customer Service Manager in their absence.
• Accountable for managing the staff development plans of department, providing quarterly reports for Customer Service Manager.
• Responsible for managing the performance of departmental staff against agreed performance measures.
• Identifying and implementing training and development of the team.
• Responsible for the allocation of day-to-day duties to team members.
• Responsible for monitoring achievement of agreed performance targets and provide feedback to Customer Service Manager on a regular and timely basis.
• Responsible for monitor team members absences and holidays.
• Responsible for assisting in the recruitment of departmental staff.

What are we looking for?

Essential

• Process Management experience
• Excellent organisational skills
• Ability to effectively manage resources
• Meet tight deadlines and manage multi priorities under pressure
• Proven ability to deliver results
• Excellent communication and interpersonal skills
• Work effectively within a team
• Problem solving and innovation

Desirable

• Team Leader experience
• Safeguarding & Prevent Knowledge and understanding
• Estyn Inspection Framework
• Knowledge of Safeguarding and Prevent

What’s in it for you?

At Itec, our employees have access to several great benefits, including 30 days of annual leave (rising with length of service), a health care scheme, a 35-hour work week, discounts for retail and gym membership, a profit-sharing scheme, life insurance, employee of the month awards, length of service recognition, and much more.

Itec operates as an equal opportunity’s employer, we welcome applicants from all backgrounds and ensure equal opportunities inclusive of gender, ethnicity, disability, or other protected characteristics.

Apply early, as we may close the vacancy once we have enough suitable applicants. We encourage applicants to disclose any needs for reasonable adjustments during the recruitment process or in their role to help create an inclusive workplace.

Should you not hear from us 2 weeks after application, please assume that your application was not successful on this occasion.

If you’re passionate about developing others and making a difference, we’d love to hear from you!

Find out more.

Job Description

Find out more about working with Itec

Our Employee Ownership

Got Questions? Contact Us